Dear Optus RingCentral Support Team,

I am writing on a critical issue with our business phone system that has persisted since your recent system update. Ever since the update, our phone line has been unable to function properly, causing significant disruptions to our business operations.

We have contacted customer support multiple times in an effort to resolve this, with one of our calls having a wait time of over two hours, yet no effective assistance has been provided. Each department we speak to seems to transfer responsibility to another, leaving us without a solution.

To clarify the issue: when customers call our business line, they hear a single ring followed by a disconnect tone, and the call drops immediately. We receive no notification of these missed calls on our end, and our desk phone doesn’t ring at all. This problem has persisted for over a week now, and our only temporary solution has been to forward calls through RingCentral to a personal mobile phone.

From what we understand, our phone line should be functioning under the NBN system. However, NBN support has informed us that our line is connected to a "Loop" system. When we contacted Loop support, they advised us that our line is under NBN and redirected us back to them. This back-and-forth has been incredibly frustrating, and we are yet to receive any direct solution to our issue.

We urgently request that Optus RingCentral take immediate steps to resolve this matter. We need clear guidance on whether there is an issue with our base phone setup, pairing, or if there’s a backend configuration error. This ongoing problem is impacting our ability to serve our customers, and we hope for a prompt and efficient resolution.

Thank you for your attention to this matter. We look forward to your prompt response.